Marriott Self-Service Vision
Pre-sales prototypes and future-state storytelling that helped Salesforce win a competitive Marriott engagement.
The stakes
Marriott was choosing a partner for its self-service support experience, and Salesforce was one of several in the running.
Strategy alone wasn’t going to win it. Stakeholders needed to see a future state they could understand, critique and buy into before any implementation began.
The call I made
Make the future tangible before the contract is signed.
Working closely with our Business Strategy Director, I turned the pursuit strategy into a designed future-state portal, so Marriott’s stakeholders could react to a real experience instead of a slide.
What I designed
Seven full website prototypes and a mobile screen in two days, for a help experience built to answer guests’ questions before they become calls.
Start with one question
The help home leads with “How can we help?” and a search bar, then surfaces featured articles, trending categories and seven clear help categories.
Answers before agents
Instead of a blank contact form, Contact Us asks two quick questions, then offers the most relevant articles and self-service actions before chat or a call.
Organized the way guests think
Categories break into plain-language topics, and every article keeps related questions and topics one click away.
Help that travels with the guest
The same search-first help home, rebuilt for a phone: one search bar, featured and trending articles ranked by real demand, thumb-sized topic tiles, and chat always one tap away.
Where it landed
Salesforce won the work. The delivery team and other designers then built and launched the portal; my contribution was winning it through design-led storytelling.
Outcomes
“By translating the opportunity into a clear story and prototype direction, she helped the team build confidence with stakeholders and move the pursuit toward a successful close.”
